Obaid Abid
Dubbo,NSW
Summary
Versatile IT professional with over 5 years experience in delivering technology projects, end-user support, and service improvements across government and enterprise environments. Proven ability to manage projects from initiation to delivery, including system migrations, infrastructure upgrades, and multi-site rollouts. Skilled in stakeholder engagement, risk management, and staff training, with a track record of supporting smooth change adoption through clear communication and user-focused solutions. Strong background in service performance reporting, process improvement, and compliance with organisational policies and WHS standards. Recognised for building collaborative relationships, solving complex problems, and aligning projects with organisational strategy and values.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Various Positions
Woolworths Group
Dubbo, NSW
05.2023 - Current
- Worked on the shop floor to assist customers with purchases and product locations.
- Performed team lead duties to cover for team leader.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
EU Support Officer
WaterNSW
Dubbo, NSW
10.2023 - 09.2025
- Delivered IT projects including multi-site launches across NSW, coordinating stakeholders, executives, and internal teams.
- Led training sessions for staff on new cloud printing systems, MDM migration, and Windows 10 - 11 upgrades, improving adoption and reducing support issues.
- Developed project documentation including user guides, process documents, and reports for management.
- Performed Service Desk Manager duties while manager was away.
- Delivered exceptional service desk support, promptly resolving incidents and managing service requests to ensure seamless operations and minimal disruption to regular services
- Facilitated communication between departments to enhance project collaboration and efficiency.
- Coordinated training sessions for new staff, ensuring comprehensive understanding of systems and procedures.
- Consistently exceed customer expectations by providing expert assistance and adhering to agreed-upon service levels, resulting in high levels of customer satisfaction
- Develop comprehensive documentation, including detailed processes and 'How-to' guides, to facilitate knowledge transfer and empower service desk staff and WaterNSW users
- Successfully collaborate with stakeholders, internal teams, and executives to launch multiple sites across New South Wales, demonstrating effective project management and coordination skills
EUC Officer
WaterNSW
Dubbo, NSW
04.2021 - 10.2023
- Provide first and second level support to resolve escalated incidents, ensuring prompt and courteous response to all calls and meeting agreed service levels
- Administer the Service Desk's telephony and software tools, ensuring efficient and effective handling of all support requests
- Coordinate with third-party service and maintenance providers to ensure proper functioning of EUC equipment and software, following authorized warranty and repair processes
- Monitor and measure service performance through progress reports, submissions, assessments, and statistics, identifying areas for improvement and implementing measures to enhance Service Desk performance
- Assist in the configuration, procurement, installation, and implementation of WaterNSW Standard Operating Environment (SOE), office software, application software, personal computers, printers, telephones, mobile phone management, and cabling solutions
- Maintain clear and concise documentation of support activities, facilitating knowledge transfer and ensuring accurate and up-to-date information for future reference
- Collaborate with cross-functional teams to identify and resolve complex technical issues, ensuring minimal disruption to operations
- Stay updated with industry trends and best practices, continuously enhancing technical skills and knowledge to provide effective support and solutions
Airport Screening Officer
MSS Security
Sydney, NSW
02.2020 - 04.2021
- Conducted thorough screening of individuals and belongings to ensure safety compliance.
- Utilized advanced scanning technology to enhance detection accuracy and efficiency.
- Trained junior staff on screening procedures and best practices for optimal performance.
- Performed passenger and freight screening at diverse and high-profile locations, including Qantas Freight, Qantas Jet-base, the Qantas ACAMS control room, and DHL.
- Key Achievements: Attained proficient certification as an X-ray screener for freight services, specifically at DHL
- Completed comprehensive training in operating within the Qantas ACAMS control room with success.
- Performed alarm monitoring, access control and incident response for all Qantas sites around the globe.
- Lead teams of up to 4 officers at a time at DHL and Qantas Jet-Base.
Security Officer
Guardian Venue Management International
Sydney, NSW
12.2019 - 04.2021
- Monitored premises to ensure safety and security of personnel and property.
- Conducted regular patrols to identify and mitigate potential security risks.
- Responded promptly to incidents, investigating disturbances and documenting findings.
- Collaborated with law enforcement during emergencies to enhance safety protocols.
- Mentored junior officers, sharing best practices in surveillance and conflict resolution.
Security Officer
Wilson Security
Liverpool Hospital, NSW
07.2019 - 05.2020
- Developed reports on security activities, analyzing trends for process improvements.
- Implemented emergency response plans, training staff on evacuation procedures.
- Monitor, assist and manage scheduled patients in wards, Intensive care unit and mental health unit
- The role involved working with people with disabilities, injuries or mental health.
Apple Senior At Home Advisor
Apple Inc.
Sydney, NSW
06.2017 - 11.2019
- Delivered exceptional customer service through effective communication and problem-solving skills.
- Assisted customers with product inquiries, ensuring accurate information and timely assistance.
- Utilized CRM systems to track customer interactions and improve follow-up processes.
- Trained new team members on operational procedures and best practices for customer engagement.
- Collaborated with cross-functional teams to streamline workflows and enhance overall service quality.
- Offered comprehensive guidance on product features, usage tips, and troubleshooting steps to empower customers with self-help solutions when possible.
- Working in a call centre environment, providing expert technical assistance and world class customer service to Apple's customers worldwide in retail stores and workplaces along with home users, supporting MacOS, iOS and Windows operating systems
- Key Achievements: Achieved full marks on the final exam after extensive training
- Successfully achieved high marks to take on Mac support role
- Identified a visualiser tool that was then mandated as a necessary software for the entire Apple Care business unit.
Apple At Home Advisor
Apple Inc.
Sydney, NSW
02.2016 - 06.2017
- Assisted customers in navigating product features and troubleshooting technical issues.
- Working in a call centre environment, providing level 1 expert technical assistance and world class customer service to Apple's customers worldwide in retail stores and workplaces along with home users, supporting MacOS, iOS and Windows operating systems.
- Key Achievements: Achieved full marks on the final exam after extensive training
- Successfully achieved high marks to take on Mac support role
- Identified a visualiser tool that was then mandated as a necessary software for the entire Apple Care business unit.
Corporate Security Officer
MSS Security
University Of Technology, Sydney
08.2014 - 02.2016
- Monitored surveillance systems to ensure safety and security of corporate premises.
- Conducted routine inspections to identify potential security risks and vulnerabilities.
- Worked at The University of Technology Sydney looking after various different buildings
- Provided customer service to the university's students, staff and visitors
- Assisted with office duties
- Key Achievements: Participated in successful opening of the new Law building, which was designed by Frank Gehry
- Successfully trained new staff for the role at the UTS Library security desk
- Assisted in the training of staff at student housing buildings
- Successfully looked after the main housing building while working independently on the weekends.
Hospital Security Officer
E Group Security
Liverpool & Nepean Hospital, NSW
08.2012 - 02.2016
- Responded promptly to incidents, providing support during emergencies and disturbances.
- Monitor, assist and manage scheduled patients in wards, Intensive care unit and mental health unit
- The role involved working with people with disabilities, injuries or mental health.
Event Security Officer
NES Security
ANZ Stadium, NSW
03.2012 - 08.2014
- Monitored event perimeters to ensure safety and security of attendees and staff.
- Responded swiftly to incidents, coordinating with law enforcement and emergency services as needed.
- Conducted thorough inspections of venues prior to events, identifying potential security vulnerabilities.
- Performed various duties including but not limited to checking bags for entry, various patrol duties, checking ID's at bars
- Provided great customer service, retail assistance and performed cash handling duties
- Key Achievements: Took on the role of response team leader multiple times
- Successfully lead teams of 3 or more security officers in different positions
- Stationed at corporate locations during events multiple times
- Worked at many different high profile events such as: NRL Matches, AFL Matches, State of Origin Matches, V8 Supercars, many concerts, The International Fleet Review.
Office All Rounder
Sydney Speed Supplies
Sydney, NSW
01.2011 - 02.2012
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Performed various office duties, also performed some retail duties and customer service duties over the phone and in the retail store environment
- My main position was to take photographs of car parts, edit them to suit the needs of the store and then use the edited versions to create online ads on the store website
- Key Achievements: Excelled in the use of Photoshop and MOB (My Online Business)
- Gained experience in the construction of V8 engines
- Gained extensive knowledge of car components
Education
Gradue Certificate - Applied Data Science
Charles Sturt University
Dubbo, NSW07-2026
Bachelor of Science - Medical Nanotechnology
University of Western Sydney
Sydney, NSW01-2014
Higher School Certificate -
James Busby High School
Sydney, NSW01-2009
School Certificate -
James Busby Hight School
Sydney01-2007
Websites
Accomplishments
Successful projects at WaterNSW:
- Led UniFlow Online rollout from POC to full company wide rollout, created training materials and virtual training sessions for all staff.
- Led company wide printer fleet refresh from obtaining quotes, raising purchase orders, obtaining approvals to delivery and setup.
- Played a key roll in the migration of company MDM system from AirWatch to Intune. This involved creating user guides, "how to" videos and virtual training sessions for large groups of staff.
- Led iOS device refresh to update mobile device fleet to comply with security requirements and to stay ahead of the 3G network shutdown. This involved obtaining reports of all mobile devices and manipulating the data to match up users to devices and organise the data in order of urgency required for upgrade.
Certification
...
Timeline
EU Support Officer
WaterNSW
10.2023 - 09.2025
Various Positions
Woolworths Group
05.2023 - Current
EUC Officer
WaterNSW
04.2021 - 10.2023
Airport Screening Officer
MSS Security
02.2020 - 04.2021
Security Officer
Guardian Venue Management International
12.2019 - 04.2021
Security Officer
Wilson Security
07.2019 - 05.2020
Apple Senior At Home Advisor
Apple Inc.
06.2017 - 11.2019
Apple At Home Advisor
Apple Inc.
02.2016 - 06.2017
Corporate Security Officer
MSS Security
08.2014 - 02.2016
Hospital Security Officer
E Group Security
08.2012 - 02.2016
Event Security Officer
NES Security
03.2012 - 08.2014
Office All Rounder
Sydney Speed Supplies
01.2011 - 02.2012
Gradue Certificate - Applied Data Science
Charles Sturt University
Bachelor of Science - Medical Nanotechnology
University of Western Sydney
Higher School Certificate -
James Busby High School
School Certificate -
James Busby Hight School